Continental IT Service Desk Analyst in Philippines
IT Service Desk Analyst
i. Provide level 1 support for end-users who contact the Service Desk (phone, email, web ticket and chat) to request help on standard business applications such as but not limited to: Office 365, Lotus Notes, SAP, Salesforce.com, other Business Applications.
ii. Perform account management-related activities (new creation, modification, deletion).
iii. Perform incident management-related activities during outages or high-severity incidents.
iv. Assist in creating new and updating existing knowledgebase articles for Service Desk troubleshooting, processes and procedures
v. Participate on IT Projects (e.g. Global or Local) as directed by IT Service Desk Service Delivery Lead, Project Manager or Process Owner.
i. Bachelor's degree holder in IT or Engineering; considerations may given to non-IT Degree holders, those who attended college up to 4th or 5th year but did not graduate provided they have at least 3 years work experience in the field of IT, preferrably in Service Desk. ITIL V3 Foundations required or other IT certifications (e.g. MCSP) is desired but not required.
ii. 1-2 years related work experience: may come from onsite IT support background (local or overseas), Service Desk team from other organization (ITO or shared services), or junior application or infrastructure support personnel.
iii. Comfortable working with diverse group of individuals who maybe of different nationality, come from varying educational, religious, political background or gender orientation
iv. Knowledgeable with and/or experience with non-technical concepts such as Customer Service, Proficient and Effective Communication (Written and Oral)
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